Remotely configurable wireless intercom system for an establishment

ABSTRACT

A remotely configurable wireless intercom system and method for an establishment having a staff. A base station is connectable to a wide area communication network. A plurality of headsets are in two-way wireless communication with the base station. Wireless communication between each of the plurality of headsets and the base station are configurable with at least one parameter being adjustable by the staff of the establishment. The parameter is remotely reviewable and being remotely adjustable via the wide area communication network. Also disclosed is a method of providing a remotely configurable wireless intercom system. Wireless communication is configured between each of the plurality of headsets and the base station with at least one parameter being adjustable by the staff of the establishment. The parameter is remotely reviewed and adjusted via the wide area communication network. A parameter is reviewable and may be remotely reset via the wide area communication network, particularly if a fault condition exists.

FIELD OF THE INVENTION

The present invention is generally related to wireless intercom systemsand, more particularly, to wireless intercom systems for commercialestablishments.

BACKGROUND OF THE INVENTION

It is common for establishments, such as retail establishments, andparticularly restaurants, to facilitate drive-up customers with drive-uplanes and windows to service the customer. A customer will typicallydrive up to a menu/order board and communicate the customer's wishesfrom the vehicle to staff, including an order taker, inside the retailestablishment. The customer, still in the vehicle, will then proceed toone or more windows in order to pay for the purchase, if required, andpick up the merchandise.

An intercom system can facilitate communication within and around theestablishment, particularly between the occupant of the vehicle, thecustomer, and the staff inside the establishment. In a “quick service”restaurant situation, a post mounted speaker and microphone, locatednear a menu board, is hard wired to an intercom base station locatedinside the restaurant. The base station can wirelessly communicate witha portable device worn by an order taker. The portable device istypically a transceiver worn as a belt pack and an accompanied wiredheadset. Alternatively, in some instances, the portable device isself-contained on a wearable headset eliminating the need for a beltpack. The order taker typically listens continually to the post mountedmicrophone and presses a button in order to speak to the vehicleoccupant as needed.

In many systems and methods of ordering items from an establishment froma drive-up or drive-thru facility, the order is orally communicateddirectly from the post-mounted speaker and microphone to an order takingfacility, typically a drive-thru order specialist wearing a headset, inthe establishment. The order specialist, or others, then collect theordered item or items and handle the transaction with the customer at adrive-up window, taking money for the ordered item, making change andhanding the order to the customer.

The drive-through ordering system is vitally important for a quickservice restaurant. In some quick service restaurants, the drive-throughis sixty percent (60%) or more of the revenue of the establishment.Thus, there is a great need for a reliable intercom system for use, forexample, in obtaining orders from the drive-through facility. If theintercom system develops a fault, becomes mal-adjusted or otherwisemalfunctions, the establishment may be unable to process orders from thedrive-through facility not only preventing the establishment frombooking the revenue which otherwise would have been obtained but alsopotentially alienating customers.

While systems and methods have been developed in which the order takingprocess is moved off-site from the establishment, for example, U.S.Patent Application Publication No. US2003/0225622, Doan, entitled“Method and System For Entering Orders of Customers,” such systems maynot prevent a problem locally associated with the intercom system of theestablishment from disrupting communication.

Furthermore, many intercom systems utilize wireless techniques tofacilitate communication among staff of the establishment. Such wirelessintercom systems can have parameters, such as volume or gain, whichaffect the ability of the intercom system to function well and reliably.Such intercom systems can, over time, either through changingconditions, personnel, inappropriate adjustment, for example, becomeunreliable and/or inoperable.

Adding to the difficulty in establishing and maintaining a reliable andeffective intercom system, is that establishment utilizing such intercomsystems have become ubiquitous in many geographic areas, includingcommunities in which highly-skilled personnel trained in the maintenanceand repair of such intercoms are non-existent. Such personnel can oftenbe located a considerable distance away from the site of theestablishment, often a number of hours apart. Any failure or otherinoperability of the intercom system in such a geographic location couldresult in a significant downtime for the intercom system and for theestablishment to obtain a significant portion of their revenue until thesuch time as a maintenance and/or repair person can travel to theestablishment. Even if the establishment is not distant from thelocation of service personnel, sending service personnel on a servicecall results in a significant expense, both in terms of money but alsoin the time expended to perform any required repair.

BRIEF SUMMARY OF THE INVENTION

Aspects of the present invention allow the intercom system of anestablishment to be remotely adjusted by a technician or other userwithout the need for such technician or other user to be dispatched tothe establishment itself, saving both a considerable amount of both timeand money.

A technician, or other user, may access the intercom system, forexample, via the internet, from great distances and may be able toimmediately remedy any of a number of adjustment-based issues. Further,the intercom system itself may be able to self-report fault conditions,such as errors in hardware, errors in software and errors in adjustment,for example, or warn of possible service needs at the time of or priorto system failure.

This is of great value to the establishment as it may prevent costlydowntime to the establishment.

In an embodiment, the present invention provides a remotely configurablewireless intercom system for an establishment having a staff. A basestation is connectable to a wide area communication network. A pluralityof headsets are in two-way wireless communication with the base station.Wireless communication between each of the plurality of headsets and thebase station are configurable with at least one parameter beingadjustable by the staff of the establishment. The parameter is remotelyreviewable and being remotely adjustable via the wide area communicationnetwork.

In an embodiment, the present invention provides a method of providing aremotely configurable wireless intercom system for a establishmenthaving a staff, having a base station connectable to a wide areacommunication network and having a plurality of headsets in two-waywireless communication with the base station. Wireless communication isconfigured between each of the plurality of headsets and the basestation with at least one parameter being adjustable by the staff of theestablishment. The parameter is remotely reviewed and adjusted via thewide area communication network.

In an embodiment, the system also includes a plurality of parameters, atleast one of the plurality of parameters being adjustable by the staffof the establishment. The plurality of parameters are remotelyadjustable via the wide area communication network.

In an embodiment, the plurality of parameters are grouped into atemplate of parameters.

In an embodiment, the template is saved for future recall.

In an embodiment, the template is saved locally at the establishment.

In an embodiment, the template is saved to a location remote from theestablishment.

In an embodiment, the plurality of parameters may be restored from thetemplate previously stored.

In an embodiment, the plurality of parameters may be remotely restoredfrom the template previously stored remotely from the establishment.

In an embodiment, the template is derived from another establishment.

In an embodiment, the template of the plurality of parameters isestablished in conjunction with installation of the wireless intercomsystem and is saved.

In an embodiment, the template of the plurality of parametersestablished in conjunction with installation is recalled at a point intime following the installation.

In an embodiment, the template of the plurality of parameters isestablished as a factory default.

In an embodiment, the template of the plurality of parametersestablished as default is recalled at a point in time followingestablishment.

In an embodiment, wireless communication is established between anordering point and at least one of the plurality of headsets.

In an embodiment, a remote facility monitors communication on thewireless intercom system.

In an embodiment, the parameter is adjusted by the remote facility inresponse to monitoring of communication of the wireless intercom system.

In an embodiment, the establishment comprises a quick servicerestaurant.

In an embodiment, the parameter is an audio level.

In an embodiment, the present invention provides a remotely configurablewireless intercom system for an establishment having a staff. A basestation is connectable to a wide area communication network. A pluralityof headsets are in two-way wireless communication with the base station.Wireless communication between each of the plurality of headsets and thebase station is configurable with at least one parameter being remotelyreviewable via the wide area communication network. The parameter isremotely re-settable via the wide area communication network.

In an embodiment, the present invention provides a method of providing aremotely configurable wireless intercom system for a establishmenthaving a staff, having a base station connectable to a wide areacommunication network and having a plurality of headsets in two-waywireless communication with the base station. Wireless communication isconfigured between each of the plurality of headsets and the basestation. At least one parameter is remotely reviewed via the wide areacommunication network. It is remotely determined if a fault conditionexists with the plurality of parameters. If a fault condition exists,the parameter is reset to a predetermined value via the wide areacommunication network.

In an embodiment, the parameter is reset upon the detection of a faultcondition via the wide area communication network.

In an embodiment, the parameter is adjustable by the staff of theestablishment.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 is a block diagram of the functional components of an intercomsystem;

FIG. 2 is flow chart illustrating monitoring of intercom communicationsand remote adjustment of intercom system parameters;

FIG. 3 is a flow chart illustrating storage of and subsequent recall ofintercom system parameters; and

FIG. 4 is a flow chart illustrating remote review of intercom systemfault conditions and remote resetting of such parameters.

DETAILED DESCRIPTION OF THE INVENTION

Intercom systems, e.g., wireless intercom systems, used atestablishments, e.g., quick service restaurants, typically can haveseveral parameters which govern the operation of the intercom system.

As shown in FIG. 1, establishment 10 is served by intercom system 12.Base station 14 communicates wirelessly with a plurality of headsets 16a, 16, . . . 16 n. Headsets 16 a, 16, . . . 16 n are worn by personnel,or staff of establishment 10 and, in a preferred embodiment can be usedby such personnel to receive orders taken from a drive-through facility(not shown). At least one of the staff members communicates with acustomer in the drive-through facility to obtain an order from thecustomer. This staff members may be wearing, and communicating through,one of headsets 16 a, 16, . . . 16 n or may be in wired communicationwith base station 14. Other staff members will wear headsets 16 a, 16, .. . 16 n or the remaining ones of headsets 16 a, 16, . . . 16 n,primarily to listen, or monitor communication between the customer andstaff member taking the order.

Intercom system 12 at establishment 10, e.g., a quick servicerestaurant, has several parameters which govern the operation of thesystem. For example, each of headsets 16 a, 16, . . . 16 n can be infull duplex communication with base station 14 and each of headsets 16a, 16, . . . 16 n may have a receive audio level, or volume, and/or atransmit audio level associated with it. Separate volume, or gain,controls, may be available to each of headsets 16 a, 16, . . . 16 n foreach direction of communication. Many other parameters are alsopossible, such as lane assignment, receive volume, transmit volume,master volume for a speaker associated with the drive-through facility,individual volume for each channel received by the drive-throughfacility, base station receive volume, base station transmit volume,page, greeter, vehicle detection alert, vehicle approaching alert, forexamples. Many, if not all, of these parameters may be available to oneor more staff members for individual adjustment.

It is recognized, however, that an intercom system 12 involving adrive-through facility, drive-through lane, a base station 14 and,potentially, several headsets 16 a, 16, . . . 16 n with each unitlocated in a potentially unique environment and unique conditions can becomplex to set up and adjust properly. Failure to perform proper set-upand balance could result in unsatisfactory operation, e.g., resulting inannoying feedback and/or instability perhaps making communicationdifficult, if not impossible. Providing a staff member or staff memberswith adjustment control of at least one parameter, e.g., volume of theirheadset 16, is desirable to take into account individual speakingpatterns and hearing capabilities. However, it is possible forindividual adjustments to throw the balance of intercom system 12 and,possibly, to render it unstable and/or unusable.

Since the location of the establishment 10 may be a significant distancegeographically from the location of a qualified service technician, itmay take a considerable amount of time for such service technician, oncesummoned, to arrive at the location of establishment 10 in order tobegin repairs. In some cases establishment 10 may be located hours awayfrom a service technician. Even if establishment 10 is not located asignificant distance from a qualified service technician, sending aservice technician on-site to perform a repair can still be asignificant expense in terms of both time and money.

However, intercom system 12 allows personnel from establishment 10 tocall a technical service facility 18 located remotely from the locationof establishment 10.

However, a technical service facility 18 located remotely from thelocation of establishment 10 may be alerted, by personnel ofestablishment 10, automatically or by other means, to access theparameters controlling intercom system 12 remotely via a wide areanetwork 20, such as by way of the internet. The service technician maybe able to access the parameters associated with intercom system 12,review the parameters of intercom system 12, and potentially makeadjustments to the parameters to place intercom system 12 back inoperation or to improve the operation of intercom system 12.

The service technician may be able to resolve the issue with intercomsystem 12 quickly without a need to dispense a service technician to thesite of establishment 10. If the site of establishment 10 is remote,many hours of establishment down time may be saved, perhaps even a dayif it is necessary to fly or otherwise transport a service technician toa very remote site. Even if the site of establishment is not remote, aservice technician may be able to service many more establishments andsolve many more issues more efficiently by making remote adjustmentsthan by incurring site visits. Remote adjustment of parameters ofintercom system 12 may minimize, or eliminate altogether, serviceinterruption by establishment 10.

It is to be recognized and understood that one or more than oneparameter of intercom system 12 may be accessed, reviewed and,potentially, modified or adjusted. One parameter, e.g., the mastervolume of intercom system 12, may be the only parameter reviewed and/oradjusted. On the other hand, it is also contemplated that multipleparameters may be reviewed, and one or more of the parameters reviewedmay be adjusted. For example, the volume levels of all of headsets 16 a,16, . . . 16 n may be reviewed. Following review, it may be necessary toadjust the volume level of a single headset 16, say headset 16 a, or itmay be desirable to adjust the volume of more than one or all ofheadsets 16 a, 16, . . . 16 n.

Since multiple parameters may be involved in the setting up, adjustingand balancing of intercom system 12 and because one parameter may havean effect on other aspects of the intercom system, it may be desirableto form multiple parameters into parameter sets. A given set ofparameters for intercom system 12 may form a template 22, i.e., a set ofparameters for intercom system 12 that, when implemented, will give riseto a particular operational characteristic for intercom system 12. Forexample, known settings for parameters which provide for a particularresponse or performance of intercom system 12 or which may typicallyeliminate common issues associated with maladjustment of parameters maybe formed as a template. Such a template of parameters may be utilized,for example, either in a later point in time in the same establishmentor another establishment having a similar intercom system 12 or asimilar facility, structure and/or layout.

Individual parameters or a template 22 or templates of parameters may besaved or stored for later recall. Template 22 may be saved to memory 24located locally with respect to establishment 10. Once saved in memory24, template 22, or one of a plurality of templates 22, may be recalledlater to reset intercom system 12 or to bring about a desired change ofoperational parameters. If intercom system 12 parameters are adverselyadjusted, then a previously stored template may be recalled from memory24 and utilized to provide a new operational guidebook for intercomsystem 12. In particular, a service technician, located remote from thelocation of establishment 10, may access memory 24 and recall a template22 previously stored and make the parameters associated with thattemplate 22 active. Additionally, a remotely located service technicianmay recall a previously stored template 22 from memory 24 and then,perhaps, make further adjustments or modifications to one or moreindividual parameters in order to improve or optimize the performancecharacteristics of intercom system 12.

It is also contemplated that parameters for establishment 10 may bestored remotely from establishment 10. For example, the same widebandcommunication network allowing a service technician at remote facility18 to access parameters of intercom system 12 may also or alternativelyused to transmit parameters, preferably in a template 22, to remotefacility to be saved or stored in memory 26. Such parameters ortemplates 22 may be subsequently recalled as discussed to bring about anoperational scheme for intercom system 12 as discussed above withrespect to locally stored parameters and/or templates 22. Further,memory 26 associated with remote facility 18 may be used to store atemplate or templates 22 which may apply to more than one ofestablishments such as establishment 10. For example, a particular brandor chain of establishment may store a template 22 that may be pertinentfor a “standard” quick service restaurant of which many may beconstructed in different locations. Thus stored, it would be relativelyeasy for a service technician to recall the template 22 in order toinitially setup and make intercom system 12 operational in a newlocation or a new establishment meeting that brand's or chain's“standard” layout. As above, of course, the service technician may finetune the operational parameters for intercom system 12. However, thestandard template 22 may have provided the service technician with asubstantial head start and made the entire process easier and faster. Itis to be recognized and understood that while memory 26 is illustratedconnected directly to remote facility 18, that memory 26 may also beremote, not only from establishment 10, but also from remote facility18.

Memory 26 may be physically located in remote facility 18 or may belocated elsewhere and accessed by remote facility 18 remotely.

Communication occurring on intercom system 12 may be monitored by otherpersonnel in or associated with establishment 12, either by listeningthrough base station 14 or one or more of headsets 16 a, 16, . . . 16 n.In the alternative or in addition, personnel associated with remotefacility 18 may monitor communication occurring on intercom system 12,particularly communication used in receiving orders from customers. Suchpersonnel associated with remote facility 18, in addition to performingnormal quality control of ordering functions, may also analyze thequality of the communications and may preemptively access parametersassociated with intercom system 12 and adjust or modify such parameters,if desired, to maintain or improve the operational characteristics ofintercom system 12. In this case, personnel associated withestablishment 10 do not need to request assistance from a servicetechnician and may not even know that a service technician from remotefacility 18 performed service on intercom system 12.

Further, intercom system 12 may contain hardware and/or software usedfor the purpose of determining if a fault condition exists, i.e., thatit is desired that a service technician inspect intercom system 12. Ifso, intercom system 12 may notify a service technician at remotefacility 18 of the existence of a fault condition as determined bycommonly available hardware and/or software and a service technician atremote facility 18 may review parameters and/or other aspects ofintercom system 12 remotely. The service technician may be able toadjust and/or repair intercom system 12, again preemptively, byreviewing and/or adjusting or modifying parameters associated withintercom system 12.

FIG. 2 is a flow chart illustrating a method of remotely configuring awireless communication system, such as that used in intercom system 12of establishment 10. The wireless intercom system is configured (110),in part by setting the parameters associated with the system. Suchconfiguration can be done locally through conventional techniques or byrecalling or installing a template 22, may be done remotely, e.g., usingremote facility 18, or in any other way. Once configured, the wirelessintercom system is then ready to perform communications (112) forestablishment 10. Optionally, communications occurring on the wirelessintercom system may be monitored (114), either locally or remotely as,for example, by remote facility 18. In response to a request fromestablishment 10, in response to an indication of a fault condition orpreemptively, remote facility 18 remotely reviews (116) communicationparameters associated with the wireless intercom system by way ofwideband communications network 20. A service technician, or automatedequipment, associated with remote facility 18 may then analyze thesetting of such parameters and the operation of the wireless intercomsystem and, if necessary, may remotely adjust or modifying (118) one ormore of the communication parameters. Typically such adjustment isperformed in order to improve the operation of the wireless intercomsystem or in order to make the wireless intercom system operational.

FIG. 3 is a flow chart illustrating a method of configuring a wirelessintercom system with saved and subsequently recalled parameters. Thewireless intercom system is configured (130), in part by settingcommunication parameters associated with the system. Again, suchconfiguration can be locally through conventional techniques or byrecalling or installing a template 22, may be done remotely, e.g., usingremote facility 18, or in any other way. Once configured, the wirelessintercom system is then ready to perform communications forestablishment 10. Communication parameters associated with the wirelessintercom system are saved (132), either in local memory or memorylocated remote from establishment 10. Such parameters are preferablysaved as a set of parameters in a template 22. Subsequent to saving suchparameters, one or more of such parameters are recalled (134) frommemory and utilized to establish, at least in part, the operationalcharacteristics of the wireless intercom system. Once established, thewireless intercom system may then be utilized to communicate (136) inthe operational environment of the establishment.

FIG. 4 is a flow chart illustrating a method of remotely configuring awireless intercom system responsive to a fault condition. The wirelessintercom system is configured (150), in part by setting communicationparameters associated with the system. Again, such configuration can bedone locally through conventional techniques or by recalling orinstalling a template 22, may be done remotely, e.g., using remotefacility 18, or in any other way.

Remote facility 18 remotely reviews (152) communication parametersassociated with the wireless intercom system by way of widebandcommunications network 20. A service technician, or automated equipment,associated with remote facility 18 may then analyze the setting of suchparameters and the operation of the wireless intercom system todetermine (154) if a fault condition exists. A fault condition could bethe result of one or more inappropriate settings of communicationparameters or another hardware and/or software fault condition. Upondetermination of a fault, remote facility may then reset (156) thecommunication parameters associated with the wireless communicationsystem in order to attempt to eliminate the fault condition.

Thus, embodiments of the remotely configurable wireless intercom systemfor an establishment are disclosed. One skilled in the art willappreciate that the present invention can be practiced with embodimentsother than those disclosed. The disclosed embodiments are presented forpurposes of illustration and not limitation, and the present inventionis limited only by the claims that follow.

1. A remotely configurable wireless intercom system for an establishmenthaving a staff, comprising: a base station connectable to a wide areacommunication network; a plurality of headsets in two-way wirelesscommunication with said base station; said wireless communicationbetween each of said plurality of headsets and said base station beingconfigurable with at least one parameter; said at least one parameterbeing adjustable by said staff of said establishment; said at least oneparameter being remotely reviewable and being remotely adjustable viasaid wide area communication network; and wherein the remotelyconfigurable wireless intercom system comprises a plurality ofparameters, at least one of said plurality of parameters beingadjustable by said staff of said establishment, and wherein saidplurality of parameters are remotely adjustable via said wide areacommunication network, and wherein said plurality of parameters aregrouped into a template of parameters.
 2. A remotely configurablewireless intercom system as in claim 1 wherein said template is savedfor future recall.
 3. A remotely configurable wireless intercom systemas in claim 2 wherein said template is saved locally at saidestablishment.
 4. A remotely configurable wireless intercom system as inclaim 2 wherein said template is saved to a location remote from saidestablishment.
 5. A remotely configurable wireless intercom system as inclaim 2 wherein said plurality of parameters may be restored from saidtemplate previously stored.
 6. A remotely configurable wireless intercomsystem as in claim 5 wherein said plurality of parameters may beremotely restored from said template previously stored remotely fromsaid establishment.
 7. A remotely configurable wireless intercom systemas in claim 1 wherein said template is derived from anotherestablishment.
 8. A remotely configurable wireless intercom system as inclaim 2 wherein said template of said plurality of parameters isestablished in conjunction with installation of said wireless intercomsystem and is saved.
 9. A remotely configurable wireless intercom systemas in claim 8 wherein said template of said plurality of parametersestablished in conjunction with installation is recalled at a point intime following said installation.
 10. A remotely configurable wirelessintercom system as in claim 2 wherein said template of said plurality ofparameters is established as a factory default.
 11. A remotelyconfigurable wireless intercom system as in claim 10 wherein saidtemplate of said plurality of parameters established as default isrecalled at a point in time following establishment.
 12. A remotelyconfigurable wireless intercom system as in claim 1 further comprisingan ordering point and wherein wireless communication occurs between saidordering point and at least one of said plurality of headsets.
 13. Aremotely configurable wireless intercom system as in claim 12 furthercomprising a communication between said establishment and a remotefacility allowing said remote facility to monitor communication on saidwireless intercom system.
 14. A remotely configurable wireless intercomsystem as in claim 13 wherein said at least one parameter is adjusted bysaid remote facility in response to monitoring of communication of saidwireless intercom system.
 15. A remotely configurable wireless intercomsystem as in claim 1 wherein said establishment comprises a quickservice restaurant.
 16. A method of providing a remotely configurablewireless intercom system for a establishment having a staff, having abase station connectable to a wide area communication network and havinga plurality of headsets in two-way wireless communication with said basestation, comprising the steps of: configuring wireless communicationbetween each of said plurality of headsets and said base station with atleast one parameter being adjustable by said staff of saidestablishment; and remotely reviewing and adjusting said at least oneparameter via said wide area communication network; wherein said atleast one parameter comprises a plurality of parameters, and furthercomprising the step of grouping said plurality of parameters into atemplate of parameters.
 17. A method as in claim 16 further comprisingthe step of saving said template for future recall.
 18. A method as inclaim 17 wherein said template is saved locally at said establishment.19. A method as in claim 17 wherein said template is saved to a locationremote from said establishment.
 20. A method as in claim 17 furthercomprising the step of restoring said plurality of parameters from saidtemplate previously stored.
 21. A method as in claim 20 wherein saidstep of restoring said plurality of parameters is accomplished from saidtemplate previously stored remotely from said establishment.
 22. Amethod as in claim 17 further comprising the step of deriving saidtemplate from another establishment.
 23. A method as in claim 17 furthercomprising the step of establishing said template of said plurality ofparameters in conjunction with installation of said wireless intercomsystem.
 24. A method as in claim 23 further comprising the step ofrecalling said template of said plurality of parameters established inconjunction with installation at a point in time following saidinstallation.
 25. A method as in claim 17 further comprising the step ofestablishing said template of said plurality of parameters as a factorydefault.
 26. A method as in claim 25 further comprising the step ofrecalling said template of said plurality of parameters established asdefault at a point in time following establishment.
 27. A method as inclaim 16 further comprising the step of wirelessly communicating betweenan ordering point and at least one of said plurality of headsets.
 28. Amethod as in claim 27 further comprising the step of monitoringcommunication on said wireless intercom system by a remote facility. 29.A method as in claim 28 further comprising the step of adjusting said atleast one parameter by said remote facility in response to monitoring ofcommunication of said wireless intercom system.
 30. A method as in claim16 wherein said establishment comprises a quick service restaurant.